Why am I still being charged when I have returned the goods?

November 27, 2018 09:49

Updated

First things first – once you have returned your goods we need the retailer to accept the refund and let us know. They won’t refund Afterpay unless they are satisfied that the goods have been returned in a manner consistent with their returns and refunds policy. So we have to wait for this to happen before we can settle your account – otherwise Afterpay would be left carrying the cost of any disputed returns. And then we wouldn’t be able to provide you with this free service.

We work with all our amazing retailers and service providers to try and make sure this process happens as quickly as possible – because that’s good for you. But we can’t control this and so we have to wait for our retailers to go through their proper process.

That means our agreement with you – your short instalment plan – has to continue until we get final confirmation of a return or refund from your retailer and our systems process your refund in the amount agreed between you and the retailer.

And if you need help resolving a returns dispute with a retailer because you’re unable to resolve the dispute directly with them, please get in touch with us here and let us know what’s happening.